Director of Sales & Guest Relations

Eterniti is the leading operator of vacation rentals in iconic holiday destinations, led by a passion for excellence, authentic adventures, and hospitality. We operate 600+ chalets, villas and apartments under 3 consumer brands: Emerald Stay (our 4* brand), Bo House (our 5* & palace brand) and Verbier Exclusive (20 chalets in Verbier).

At Emerald Stay, our Sales and Centralised Operations Teams, based in sunny Barcelona, act as the first point of contact for our guests. We’re looking for a sharp, competent, and proactive person to join us. To describe our workplace culture in a nutshell: we’re demanding and caring.

RESPONSIBILITIES

You’ll be managing a team of 10, driving sales and overseeing guest relations from our head office. Here’s a taste of what you’ll get involved in:

• Identify opportunities for scalability, thanks to automation, processes improvements and systems’ use optimization - as we keep growing fast, this will be one of the most important responsibilities in your role
• Be very proactive in coming up with new ideas and solutions to keep improving the two departments (sales and guest relations)
• Strengthen the links between our sales and our guest relations teams
• Report regularly to top management

Sales management:

• Develop and implement a sales strategy for Emerald Stay: coach the sales team, develop and implement new training, listen to phone recordings to make concrete improvement suggestions during one-on-one meetings, etc.
• Develop a sales culture across the company, working closely with other departments and delivering regular sales coaching/training
• Manage two Sales Executives; support the growth of our Sales team
• Own the CRM side of HubSpot and work with the wider team to get the most out of it
• Work closely with the marketing team on various initiatives to generate more revenue
• Create partnerships with relevant entities such as superyacht and private jet companies
• Develop relationships and act as key contact for agents and relevant platforms
• Identify opportunities by keeping track of competitor activity, and use of industry knowledge to identify potential new markets and increase the market share
• Represent the group at relevant trade shows and other events

Guest relations management:

• Maintain our guest relations culture across the company, working closely with other departments
• Manage a team of 7; support the growth of our Guest Relations team, working closely with our Operations Manager and Operations Supervisor
• In a collaborative way with our Operations Manager and Operations Supervisor, improve our guest journey, strengthen our processes and scalability, deliver relevant training, produce reports, increase our upsells, and more
• Develop the skills of our guest relations team, in particular their expertise of our destinations

Depending on the seasonality as well as your bandwidth, skills and interest, you may be involved with other projects.

KEY INFORMATION ON THE POSITION

• Position based at our Barcelona office
• Workdays are from Monday to Friday. We have a flexible home office policy: with us, you'll work at the office on Tuesdays and Wednesdays - the rest of the time, it's up to you
• Employment start: flexible, as soon as we find the right person

KEY INFORMATION ON THE APPLICATION PROCESS

The application journey has 5 key steps:

• Step 1: screening call for selected candidates
• Step 2: case study
• Step 3: video interview with our Head of HR & Hospitality
• Step 4: video interview with our CEO
• Step 5: reference check

We’d love to hear from you if…

• You have at least 2 years of experience in hospitality operations, within the upscale segment
• You have at least 2 years of experience in sales, preferably in upscale hospitality and/or a call center environment for an upscale service or product
• You have at least 2 years of successful experience managing a team (and preferably having created the team)
• You have previous experience coaching and training people on sales techniques
• You are an entrepreneur at heart - we expect you to be creative, proactive and constructive at all times; you thrive in a fast-paced environment
• You have very strong communication and interpersonal skills
• You speak (and write) English and French fluently; Spanish would be great too
• You love mountain trips and have a very good understanding of skiing and other winter activities
• You are eligible to work in the EU and willing to relocate to Barcelona
• Nice-to-have: you have previous experience working at a startup or scaleup
• Nice-to-have: you have used Mews before, our amazing PMS
• Nice-to-have: you have used a CRM before, in particular HubSpot

ABOUT US

At Emerald Stay, we’re not your typical company. We’re a growing team, obsessed with quality and always looking for ways to raise the bar. We are recognized as a Great Place to Work®, and are accredited HappyAtWork®. The way we work, think, and grow is shaped by a set of values we actually live by:

• Make Mistakes - We foster a creative environment where the best ideas win, where it is okay to make mistakes and unacceptable not to learn from them.
• Question - We don't accept the status quo and look for ways to leverage technology while empowering people.
• Speak Up - We are true people who give honest feedback, who are not afraid to share opinions and who don't talk behind one's back.
• Think Big - While staying humble, we aim for the stars and work towards established goals and metrics.
• Don’t Compromise - We are obsessed with quality, like a Swiss watchmaker.
• Care - We care about our team members, our partners and our clients, and make our passion and our work one and the same.

Oh, we’ve got perks.

• Flexible work environment: we have a flexible home office policy; you'll work at the office on Tuesdays and Wednesdays, the rest of the time, it's up to you. Feeling like working with another view? We offer 15 days yearly of remote work from wherever you’d like
• Flexible benefits: you’ll get a card to spend on what matters most to you: food, transport, or health insurance to optimize your net income
• Discount on Emerald stays, during specific periods, on selected properties
• Regular team outings and events: because work is fun when you’re part of an awesome team
• External coaching: for supervisor level and above - we believe and invest in you
• Anniversary perks

Ready to join?

If you're willing to bring your creativity, passion for service, and high-energy vibe to Emerald Stay, we want to hear from you. Apply today and let's start this exciting journey together!

We are committed to building a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. All qualified applicants will be considered without regard to any characteristic unrelated to their skills and experience.

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